Quick Comment 丨 Intelligent customer service is not intelligent, how can artificial customer service "hiding cats"

If the technological development is not yet mature, it is necessary to use promotion or even replace artificial customer service in a large scale, resulting in the unable to solve customer demands in a timely and effectively, which is to add to consumers

In the era when smart customer service is becoming more and more popular, how to quickly find artificial customer service has become a pain point for many people. Recently, some media investigations on the connection of artificial customer service such as takeaway, express delivery, and other platforms were investigated, and found that there were difficulties in many platforms when connecting artificial customer service.

This is in line with the daily experience of the public. Some netizens reported: "As customer service becomes more and more intelligent, there is no 'living person' at all, and many of them are answering." Many people's experience in life is roughly the same. Now all kinds of platforms are Customer service is mostly the first station of smart customer service. If you want to transfer to artificial customer service, you need to go through the "level". For example, after opening, the advertisement often listens to the content of the voice. After listening to the instructions, find the artificial customer service button, and the other party may notify the current "peak period" and ask "please wait." After the peak period is too long, the system may take the initiative to hang up. It took a lot of time to repeat it. As a result, the artificial customer service has not been connected, which makes people distressed.

↑ Picture based on upstream news

The media found that most apps needed 4-5 times to find artificial customer service. In addition, most apps were originally allowed to answer smart customer service at the beginning. When they could not answer, they would be transferred to artificially. At the peak period, at least 20 people were waiting, and the transfer time was longer, at least 5 minutes. Moreover, the voice intelligent navigation of most platform customer service has put artificial customer service at the end of the voice. Generally, it must be listened to about half a minute to one minute to hear the artificial buttons. Some online companies' customer service are intelligent navigation all the way, and there have been no manual buttons, so that people can not be found repeatedly, and people are not shallow.

With the development of AI technology, intelligent voice is indeed popular in customer service platform applications. To some extent, it does save expenses and labor costs for platforms and merchants, and provides consumers with some convenience. However, the public generally reports that most of the intelligent voice customer service is mostly "insufficient IQ", and they often only answer simple, direct and universal common problems. Slightly more complicated special issues can only be used to help artificial customer service. Therefore, as far as the development level of intelligent customer service is concerned, it has not yet reached the level of replacement of artificial customer service, which can only play some auxiliary role.

To the actual application, what makes the public particularly distressed is that the smart customer service is very inefficient or even intelligent in solving complex problems. The steps "jump" smoothly, intentionally or unintentionally "hidden" artificial customer service, making consumers feel that they are playing "hiding cats" with the platform.

This requires platforms to face up to consumers' distress and demands, face the lack of development of intelligent customer service technology, and solve problems in a targeted manner. By streamlining jumping programs or increasing the number of artificial customer service, or setting the list of problems more clearly, drawing the boundaries of artificial customer service and intelligent customer service processing, reasonably allocated the proportion of smart customer service and artificial customer service, and solve the problem of difficulty finding artificial customer service.

In the final analysis, the development of intelligent customer service is to conveniently serve consumers and allow the public to enjoy the dividend of technological development. But now, if the technological development is not yet mature, it is necessary to use promotion or even replace artificial customer service on a large scale, resulting in unable to solve customer demands in a timely and effectively, which is to add to consumers.

In the long run, with the development of AI technology, smart customer service will inevitably usher in the iterative upgrade of technology in the future, and constantly master the skills of artificial customer service, making customer service more convenient and convenient. But as far as you are concerned, the "low wisdom" intelligent customer service is still far from replacing artificial customer service. It requires the platform to face the reasonable demands of consumers. Don't push off, don't be lazy, don't let customers transfer artificial customer service as difficult.

Editor Zhao Yu

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